Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/22/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has given me a run around delivering my furniture, clothing, sentimental items etc. I hired them to move my household items from ** to *******. I need assistance. They were supposed to deliver my furniture almost a week ago, and Im being passed around from person to person to get an ETA. Ive been given 4 different dates when I call. No one is calling me with updates, I have to continuously call and get misinformation or no answer, each time. Ive spoken to managers to no avail! I need help getting my things. They have all of my life belongings and very sentimental items and dont seem to care.

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired Captain Van Lines to move household from *******, ** to ****, ***Worked with ********* ******, Moving Coordinator.Estimated cost of $4857.10, paid $1478.00 deposit.Move day Friday, April 10, 2024.I was present the entire time of loading. This was subcontracted and the company loading was Cross Country Long Distance Movers out of **********. At the conclusion of the move, was given new total of $8,329.22, a $3,472 dollar increase. There were a few items I had not accounted for and I was more than willing to pay the difference for those. He said the main increase was due to packing price, binding fees, increased fuel charges and increase in cubic feet from 1118 to 1840 (a 65% increase not even possible)I had no choice but to pay this portion as the truck was loaded, it was after 9:00 at night. I wrote on the form I disagreed. I immediately left ********* messages **** and all through the weekend with the company; no response.********* ****** said that should not have happened and appeared to try to resolve ************ was held hostage in **. We were told to get the full amount in cash or they would send it to another place to store and we would owe for that move and storage. Then, when a worker was uncutting the wrap from a dresser, he sliced the carpet. It was brand new installed the day before.I have filed 2 claims within the 60 days; one for the overcharging of fees and cubic feet. (we measured the truck upon arrival in **. Our space in the truck was 180 CF over and we were willing to pay that much. Received acknowledgement of claims. Company appears to have changed names. Rep ***** states someone will get with me but no one has despite numerous outcries. She states ********* and ****** (another *** we worked with) no longer work for the company. **************** is a message machine and they don't call back. Resolution Sought: $2,431.90 owed back to us and cost of new carpet ***lacement (minus the pad) which is $2,376.79. Thank you.

  Customer Answer

  Date: 11/20/2024

  I just have a question: Is this common for a business just simply not to respond? Does this allow them to not have to address any of the concerns?

  thank you for clarifying.

• Initial Complaint

  Date:08/09/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in the military and recently hired Captain Van Lines to move my family from ** to **. There were numerous issues with the move, but the bottom line up front is that I had approximately $3,500 worth of my family's possessions stolen or damaged during the move and the company is refusing to reimburse me for these loses. Here is a summary of the what contributed to this situation. 1.I hired Captain Van Lines in June 2024 to move my family to ** that same month.2.When filling out the bill of lading at my point of departure, the driver for Captain Van Lines stated that I did not need to fill out the estimated value of my household goods or inform me that that estimating the value would be necessary to pay for insurance for reimbursement of losses. Additionally, he did not provide adequate time to review or sign the documents and his limited ability to speak English prevented him from answering my questions related to the document. Further, he incorrectly advised us to sign the bill of lading in both the full reimbursement and partial reimbursement sections for replacement value, did not provide us copies of the mandatory documents, and only provided us a copy of the bill of lading after he departed at which time I was able to review the document. I believe these actions were intentional to create problems with claiming our loses for stolen property.3.I signed the full replacement value section as I intended and was informed by the driver that of the total amount that we owed would be collected upon delivery of our household goods to our new residence. This amount was paid in full upon delivery with no explanation that we owed an additional fee to cover the insurance for full replacement. Upon filing our claim for damaged and lost goods, Captain Van Lines informed us that since we didnt pay for the full coverage, and that we were not entitled to reimbursement.

• Initial Complaint

  Date:08/09/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over One-Month Late Delivery: My belongings were picked up on 06-21-2024 scheduled for delivery between 5-15 days, but have not arrived. This significant delay caused me considerable inconvenience and disruption during this difficult time in my life.Poor ***************** Throughout this ordeal, I have encountered unprofessional and unhelpful customer service. My inquiries were frequently met with vague responses or no responses at all, with your employees hanging up the phone in my face, exacerbating my frustration and uncertainty.Lack of Communication: There was a severe lack of communication regarding the status of my delivery. I was left in the dark for extended periods, with no updates or explanations provided for the delay.Deposit:$389 Upon loading:$1530

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by ************************* of Captain Van Lines after a ****** search for movers. She set up a local move for me, quoted at $1200.00. She assured me that there would be enough space in the truck for my move. I was contacted by the mover to confirm the pickup. When I talked to him, he also assured me there was enough space for my belongings. When he arrived, I found out he was not working for Captain Van Lines, but for Cross Country Movers. When he and the other two movers were getting out of the truck, he asked me where my apartment was. When we arrived to it and were inside, he asked all what I wanted moved. When I told him, he said that it was not going to be enough space according to the contract. He added if I wanted them to move all that I asked that it would be an extra $300.00. He also said that it would be another $150.00 for them just to use the elevator. He then stated that if the place they were dropping off the furniture was not directly accessible from truck to front door that it was going to be another charge. None of these additional charges were told to me before I signed the contract. I did call Captain Van Lines while the movers were there. They assured me that it was a local move. The mover said it was not. The company then reached out for their customer service manager by the name of *****, but before they could get to her, the mover called her directly. They talked for a few minutes, sometimes in Spanish. After they talked, the company told me that the charges were then correct. This situation caused much anguish and time for me.

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Movers are holding my items in a warehouse, movers damaged items, up charged me

• Initial Complaint

  Date:05/30/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on April 229 we received and accepted a quote to have our furniture moved from ***** ****** to ******* ********. The quote was for $10,500.00. We agreed to pay an extra $800.00 for direct delivery. Part of the quote was for $13000.OO worth of insurance coverage on our belongings. I paid fee of $3500.00 to start loading, and after the truck was loaded the company charged me $7500 and told me there would be a remaining balance of $7000.00 on delivery. We argued over that but moved forward. After the truck left, they drove from ***** to *********** and off loaded our things and did not deliver our things for 20 days. During those 20 days they told us several times that the delivery would be there for several days in a row and did not show on any of those days until the 21st day. Upon delivery we paid $6500.00 for our things before they were off loaded. There was damage to many items and we have yet to get any response to our claim we filed and have yet to receive a receipt for our final payment.We have asked to be compensated for our damaged items due to the fact that they failed direct deliver as agreed to and in offloading or loading our things that smashed several items that cannot be replaced and damaged several pieces of our furniture.np effort has been made by them what so ever to resolve the issue.

• Initial Complaint

  Date:05/30/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 24, 2024 my elderly exhusband contracted for a move from ** to **. After waiting and calling over and again my exhusband still has not received his stuff here in ******. I can't figure out what to do next.

  Customer Answer

  Date: 06/13/2024

  *****'s household finally arrived. Thank you very much for your help.

  **** for *********************

• Initial Complaint

  Date:05/20/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am disabled and hired Captain to move my household items from ******, ** to *******, **. They showed up on May 7th nearly 5 hours late claiming truck issues. They did not leave until after 10:30pm and also were not able to take my electric wheelchair as their lift was "too small." I was told the items would be moved into my new apartment on May 11th as they were leaving. I received a call on May 10th saying they were continuing to have truck issues and now they would be arriving until May 18th. Now today, they call stating they are in **** and have no idea when they might deliver our items. I have reason to believe they have stolen my items.

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company assured me they would not broker my move to another carrier. They did. The carrier they used picked up on 12/9/23 and delivered my items split between two days 1/7/24 & 1/8/24. They stole over $3000 worth of my items. Broke the glass on my coffee table, never delivered my mattress, although they admitted to having it and still never delivered. The company they used was Blue Diamond Movers out of **************. I have filed a police report for theft. None of their movers or Drivers would show any identification. Two of them carried a gun. The head honcho. ***, called me a bxxxx over the phone when I refused to pay them their full amount of remaining charges when they delivered only half my items. Had to threaten to call the local police before they would agree to take half the remains balance.Nightmare experience.